Head of Distribution at Commercial International Bank (CIB) Kenya

Job Purpose Statement

• The Head of Distribution is responsible for providing strategic leadership and oversight of the Bank's branch network and distribution channels to achieve sustainable business growth, operational excellence, superior customer experience, and profitability. The role drives execution of the Bank's retail and commercial distribution strategy, ensuring branches operate efficiently, deliver exceptional customer service, meet business targets, maintain regulatory compliance, and effectively manage risks.

Key Responsibilities

Financial:

• Develop and execute the Bank's distribution strategy to achieve sustainable revenue growth and profitability.
• Drive achievement of branch business targets including deposits, lending, transaction volumes, fee income, and cross -selling of products.
• Monitor branch financial performance and implement corrective actions to improve productivity and profitability.
• Optimize branch network performance through effective resource allocation and business planning.
• Drive growth in customer acquisition, wallet share, and market penetration across all regions.
• Ensure efficient cost management and improve cost -to-income ratios across the branchnetwork.
• Lead initiatives to improve sales effectiveness and maximize returns on distribution investments.

Customer:

• Champion a customer - centric culture across all branches to deliver consistent, high -quality customer experiences.
• Develop initiatives that improve customer acquisition, retention, loyalty, and satisfaction.
• Ensure timely resolution of customer complaints and service issues in accordance with established service standards.
• Drive consistent delivery of service excellence through adherence to customer service standards and service level agreements.
• Strengthen the Bank's market presence by enhancing accessibility and effectiveness of branch channels.
• Promote cross -selling and relationship management to deepen customer engagement.
• Monitor customer feedback, service quality indicators, and Net Promoter Score (NPS) or equivalent customer satisfaction metrics.
• Ensure consistent implementation of customer experience initiatives across all branches.

Internal Business Processes:

• Provide overall leadership and governance of all branch operations nationwide.
• Ensure all branches operate in compliance with regulatory requirements, internal policies, and risk management standards.
• Drive operational excellence through continuous process improvement and standardization.
• Oversee implementation of branch operating procedures, controls, and service delivery standards.
• Strengthen operational risk management and ensure effective internal controls across the branch network.
• Collaborate with Risk, Compliance, Operations, Technology, and Product teams to improve branch efficiency and service delivery.
• Monitor key operational metrics including turnaround times, service quality, productivity, and compliance.
• Lead branch transformation initiatives including digital adoption and alternative distribution channels.
• Ensure business continuity and operational resilience across all distribution channels.
• Drive execution of strategic projects affecting the branch network.

People & Learning :

• Provide inspirational leadership to Branch sales Managers, and branch teams.
• Build a high -performance culture focused on accountability, collaboration, customer service, and business growth.
• Develop leadership capability through coaching, mentoring, succession planning, and talent development.
• Drive employee engagement initiatives that improve motivation and retention.
• Establish clear performance expectations and ensure effective performance management across the branch network.
• Identify capability gaps and implement training and development programs.

Job Requirements

• Bachelor's Degree in Business, Finance, Accounting, Economics or related field.
• At least 7 years' experience with 4 years in Branch Management
• Leadership and management skills
• Sales and marketing skills
• Demonstrates good understanding of CBK guidelines
• Excellent written and verbal communication skills